Finding 80 tickets; displaying only 10

RT Users
1

Just started seeing some strange behavior from our RT install…

If I do a search for tickets owned by Nobody that are not resolved and
not rejected, it says:

Found 88 tickets

but it only displays 6 on the first page, though it says “1-50 shown”
and if I click Next Page, it shows me 8 and says “50-99 shown”, and
that’s the last page.

Has my database gotten out of sync? I’ve done no customization besides
templates and scrips for individual queues.

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653

2

Likely, it’s finding a lot of deleted tickets. Try upgrading to RT
3.0.9, which has fixed that bug.On Feb 27, 2004, at 5:27 PM, Fran Fabrizio wrote:

Just started seeing some strange behavior from our RT install…

If I do a search for tickets owned by Nobody that are not resolved and
not rejected, it says:

Found 88 tickets

but it only displays 6 on the first page, though it says “1-50 shown”
and if I click Next Page, it shows me 8 and says “50-99 shown”, and
that’s the last page.

Has my database gotten out of sync? I’ve done no customization
besides templates and scrips for individual queues.

–

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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3

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Sorry to jump on that train (<- can I say that in english? translated
it from german), but it seems as if the problem still persists with RT
3.0.9, whit all necessary Modules installed.

Here is what I experience:

Case 1:
Current search criteria
Subject LIKE VIRUS
Queue = general

gives me “Found 64 tickets” but no tickets are displayed.

Case 2:
Current search criteria
Subject LIKE VIRUS

gives me “Found 64 tickets” and 50 tickets are displayed, all of them
in the cue general.

This seems quite strange to me.

I have made two “PDF-Prints” of the pages as described above, which can
be found at http://www.boksa.de/tmp/case{1,2}.pdf

If you need further information or want me to do anything to make the
problem clearer just let me know.

Regards,

BenneAm Freitag, 27.02.04, um 23:35 Uhr (Europe/Paris) schrieb Jesse Vincent:

Likely, it’s finding a lot of deleted tickets. Try upgrading to RT
3.0.9, which has fixed that bug.
On Feb 27, 2004, at 5:27 PM, Fran Fabrizio wrote:

Just started seeing some strange behavior from our RT install…

If I do a search for tickets owned by Nobody that are not resolved
and not rejected, it says:

Found 88 tickets

but it only displays 6 on the first page, though it says “1-50 shown”
and if I click Next Page, it shows me 8 and says “50-99 shown”, and
that’s the last page.

Has my database gotten out of sync? I’ve done no customization
besides templates and scrips for individual queues.

–

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

<PGP.sig>_______________________________________________
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Benjamin Boksa

b.boksa@sidebysite.de
PGP: http://www.sidebysite.de/pgp/b.boksa.asc

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

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4

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Sorry to jump on that train (<- can I say that in english? translated
it from german), but it seems as if the problem still persists with RT
3.0.9, whit all necessary Modules installed.

In English, we use “Bandwagon”.

Here is what I experience:

Case 1:
Current search criteria
Subject LIKE VIRUS
Queue = general

gives me “Found 64 tickets” but no tickets are displayed.

Case 2:
Current search criteria
Subject LIKE VIRUS

gives me “Found 64 tickets” and 50 tickets are displayed, all of them
in the cue general.

This seems quite strange to me.

I have made two “PDF-Prints” of the pages as described above, which
can be found at http://www.boksa.de/tmp/case{1,2}.pdf

If you need further information or want me to do anything to make the
problem clearer just let me know.

Can you capture the SQL of the SELECT queries that go off to find those
tickets?

PGP.sig (186 Bytes)

5

Could it be that the tickets that are not shown are
‘dead’ ?

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Sorry to jump on that train (<- can I say that in
english? translated
it from german), but it seems as if the problem
still persists with RT
3.0.9, whit all necessary Modules installed.

In English, we use “Bandwagon”.

Here is what I experience:

Case 1:
Current search criteria
Subject LIKE VIRUS
Queue = general

gives me “Found 64 tickets” but no tickets are
displayed.

Case 2:
Current search criteria
Subject LIKE VIRUS

gives me “Found 64 tickets” and 50 tickets are
displayed, all of them
in the cue general.

This seems quite strange to me.

I have made two “PDF-Prints” of the pages as
described above, which
can be found at
http://www.boksa.de/tmp/case{1,2}.pdf

If you need further information or want me to do
anything to make the
problem clearer just let me know.

Can you capture the SQL of the SELECT queries that
go off to find those
tickets?

Regards,

Benne

Am Freitag, 27.02.04, um 23:35 Uhr (Europe/Paris)
schrieb Jesse
Vincent:

Likely, it’s finding a lot of deleted tickets.
Try upgrading to RT
3.0.9, which has fixed that bug.

Just started seeing some strange behavior from
our RT install…

If I do a search for tickets owned by Nobody
that are not resolved
and not rejected, it says:

Found 88 tickets

but it only displays 6 on the first page, though
it says “1-50
shown” and if I click Next Page, it shows me 8
and says “50-99
shown”, and that’s the last page.

Has my database gotten out of sync? I’ve done
no customization
besides templates and scrips for individual
queues.

–

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653

rt-users mailing list
rt-users@lists.bestpractical.com

http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives
at
http://fsck.com/rtfm

<PGP.sig>_______________________________________________

rt-users mailing list
rt-users@lists.bestpractical.com

http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives
at
http://fsck.com/rtfm

Benjamin Boksa

b.boksa@sidebysite.de
PGP: http://www.sidebysite.de/pgp/b.boksa.asc

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

http://www.sidebysite.de/
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6

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Case 1:
Current search criteria
Subject LIKE VIRUS
Queue = general

gives me “Found 64 tickets” but no tickets are displayed.

Case 2:
Current search criteria
Subject LIKE VIRUS

gives me “Found 64 tickets” and 50 tickets are displayed, all of them
in the cue general.

Can you capture the SQL of the SELECT queries that go off to find
those tickets?

I used MySQL logging to log the queries executed when performing the
searches, here they are:

Case 1:

SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId =
main.id)) AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’))
AND ( ( (main.Queue = ‘4’) ) AND ( (main.Subject LIKE ‘%VIRUS%’) ) )
SELECT main.* FROM Tickets main WHERE ((main.EffectiveId = main.id))
AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’)) AND ( (
(main.Queue = ‘4’) ) AND ( (main.Subject LIKE ‘%VIRUS%’) ) ) ORDER BY
main.id ASC LIMIT 50

Case 2:

SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId =
main.id)) AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’))
AND ( ( (main.Subject LIKE ‘%VIRUS%’) ) )
SELECT main.* FROM Tickets main WHERE ((main.EffectiveId = main.id))
AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’)) AND ( (
(main.Subject LIKE ‘%VIRUS%’) ) ) ORDER BY main.id ASC LIMIT 50

(The queries log quite good to me) The complete logs with all queries
performed on the two HTTP-Requests can be found at:
http://www.boksa.de/tmp/sql-case{1,2}

Some information that might be useful:

    • The problem is reproducable in another queue as well
    • Only standard scrips are used
    • The version-history is RT 3.0.6 → 3.0.8 → 3.0.9
    • An import from 2.x (<- don’t remember the exact version) was done
      after installing 3.0.6
    • All tickets in the example were created by 3.0.8 or 3.0.9
    • Perl 5.8.1 is used
    • MySQL 4.1.1 is used (as we need GIS-spatials on that machine)
    • Apache 1.3.28 is used

If you need any further information let me know what you need.

Benne
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7

Yep, I am still having this same bug after upgrading to 3.0.9. Anything
I can do to help debug? I see this thread has gone cold the last few days.

-Fran

Benjamin Boksa wrote:

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Case 1:
Current search criteria
Subject LIKE VIRUS
Queue = general

gives me “Found 64 tickets” but no tickets are displayed.

Case 2:
Current search criteria
Subject LIKE VIRUS

gives me “Found 64 tickets” and 50 tickets are displayed, all of them
in the cue general.

Can you capture the SQL of the SELECT queries that go off to find
those tickets?

I used MySQL logging to log the queries executed when performing the
searches, here they are:

Case 1:

SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId =
main.id)) AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’))
AND ( ( (main.Queue = ‘4’) ) AND ( (main.Subject LIKE ‘%VIRUS%’) ) )
SELECT main.* FROM Tickets main WHERE ((main.EffectiveId = main.id))
AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’)) AND ( (
(main.Queue = ‘4’) ) AND ( (main.Subject LIKE ‘%VIRUS%’) ) ) ORDER BY
main.id ASC LIMIT 50

Case 2:

SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId =
main.id)) AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’))
AND ( ( (main.Subject LIKE ‘%VIRUS%’) ) )
SELECT main.* FROM Tickets main WHERE ((main.EffectiveId = main.id))
AND ((main.Status != ‘deleted’)) AND ((main.Type = ‘ticket’)) AND ( (
(main.Subject LIKE ‘%VIRUS%’) ) ) ORDER BY main.id ASC LIMIT 50

(The queries log quite good to me) The complete logs with all queries
performed on the two HTTP-Requests can be found at:
http://www.boksa.de/tmp/sql-case{1,2}

Some information that might be useful:

    • The problem is reproducable in another queue as well
    • Only standard scrips are used
    • The version-history is RT 3.0.6 → 3.0.8 → 3.0.9
    • An import from 2.x (<- don’t remember the exact version) was done
      after installing 3.0.6
    • All tickets in the example were created by 3.0.8 or 3.0.9
    • Perl 5.8.1 is used
    • MySQL 4.1.1 is used (as we need GIS-spatials on that machine)
    • Apache 1.3.28 is used

If you need any further information let me know what you need.

Benne
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rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653